A Study on Passenger s Satisfaction towards Railway Services in Coimbatore Junction. Authors: Address For correspondence:

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1 International Journal o Applied Research and Studies (ijars) ISSN: Volume 2, Issue (Nov ) Research Article A Study on Passenger s Satisaction towards Railway Services in Coimbatore Junction Authors: 1 S.Gandhimathi*, 2 Dr.S.Saravanan Address For correspondence: 1 Assistant Proessor Research Scholar, Dr.N.G.P. Arts and Science College, Coimbatore 2 Proessor Department o Commerce with IT, Dr.N.G.P. Arts and Science College, Coimbatore Abstract: Railway transport is the dominated in Indian railway systems. Railways are important part o central transport. It is suitable or the all (upper, middle, lower) class peoples because air is moderate comparing to other transport. Railways also provide services goods, vehicles transerred rom one place to another place because peoples get more useul or as. Which is an evaluation as well as an emotion-based response to a service. This study conducted by convenient sampling. These studies only taken 7 services are based on the giving passenger s satisaction towards trains. Keywords: Railway, Passengers, Satisaction, Services PASSENGER S SATISFACTION Public transportation systems provide the most eicient means or moving large number o people, especially in density populated rural and urban centers in a vast country like India. For this reason, providing services characterized by high levels o quality is very important in order to customize the users o the services and attract new users. Key literature review on the passengers experiences and their satisaction towards railway services oered in India railway. REVIEW OF LITERATURE Sonne (1999) 10 study on customer satisaction rom consultant services identiied various actors including perceived competence o the consultant and the attitude o consultants toward the customer during the service production process. Another study by Gleave, S. D., (2000) on railway passenger service quality valuation carried was out between December 1999 to June 2000, by the organization named Steer Davies Gleave o London. The report was prepared or Shadow Strategic Rail Authority to study the importance o rail passengers into improvement o the range and quality o acilities and service on stations and in trains. gandhivenumathi@gmail.com *Corresponding Author -Id Manuscript Id: ijars/680 1

2 International Journal o Applied Research and Studies (ijars) ISSN: Volume 2, Issue (Nov ) Kelley and Storey (2000) 12 mention that changing customer preerences, improved competitive oerings, and emergence o new technologies oten drive irms to introduce new services and improve existing service oerings as in the case o railways: the on-line ticket booking, enquiry, passenger status chek-up etc. New service oerings that are timely and responsive to user needs are also developed to remain competitive. Public transport service attributes inluencing overall passengers satisaction were investigated by Ngatia et al. (2010) 34. A survey to public transport users was conducted in the city o Nairobi. The proposed structural equation model allowed elucidating the interrelationship between the observed variables and unobserved variables and their impact to the overall commuters satisaction. Unobserved attributes such as Service Quality, Saety and Travel Cost were estimated. Level o satisaction was ound to be signiicantly inluenced by these attributes. According to PranayPatil (2012) 48 the Indian Railways (IR) network connects areas across the length and breadth o the country. The passengers travelling represent the broad diversity o the country regional diversity, cultural diversity and inancial diversity. The author comment in due to the vast diversity o the country, ood cuisine changes as one travels rom one region to another. The catering services providers have to take into account the diversity o the passengers and provide services that would be appreciable by all. However, there are many aults in the planning and managing o the system which leads to consumer dissatisaction. STATEMENT OF PROBLEM Indian Railways is the major mode o transport in the country or passengers as well as reight due to its large network, number o trains, and aordability. On the industry ront, it is the only player; hence, a monopoly has been created (which his legal). On the market ront, the majorities o its customers are illiterate/semi educated and low/middle income with no/low consciousness or quality aspects o service. Railways provide them with a convenient, accessible, and aordable mode o transportation. The monopoly structure has created a typical situation where the service provider (Indian Railways) has no competition and can aord to ignore aspects such as quality o service, customer satisaction, and product promotion. The railway is the lieline o Indian economy and society, but it is ar rom healthy and satisactory service oering. The ocus o this study is to analyze the managerial aspects o services rather than to study the technical and engineering aspects o the railway. SAMPLE TECHNIQUES For the purpose o selecting the samples or the study, convenient sampling technique is used. A sample size o 150 was selected. METHOD OF DATA COLLECTION Both the primary data and secondary data were taken into account or the purpose o study Primary data: Questionnaire was used to collect the data. Manuscript Id: ijars/680 2

3 International Journal o Applied Research and Studies (ijars) ISSN: Volume 2, Issue (Nov ) Secondary data: Secondary data was collected rom the websites, research obtained rom railway department and national survey in railway. OBJECTIVES To analyze the customer satisaction towards railways services at Coimbatore junction. To measure the passengers perceptions and satisaction towards services oered by Railways LIMITATIONS The study area is restricted only Coimbatore junction only and Findings o the study described on the basis o inormation provided by the respondents. Table 1: Gender o respondents Gender Frequency Valid percentage Male Female Cumulative From the above table 45% o respondents are male and 55% o respondents are emale. Table 2-Age o respondents Age Frequency Valid percentage Cumulative Below 20 years years years above 40 years From the above table 23% o respondent s age below 20 years, 18% o respondents age years, 31% o respondent s age years, 28% o respondent s age above 40 years. Manuscript Id: ijars/680 3

4 International Journal o Applied Research and Studies (ijars) ISSN: Volume 2, Issue (Nov ) Table 3-Monthly income o respondents Monthly income Frequency Valid percentage Rs Rs Rs Rs Rs Rs Above Rs Cumulative From the above table 49% o respondents earnings Rs per month, 42 % o them earning s Rs , 6% o them earnings Rs , 5% o them earnings above Rs Table 4-Family size o respondents Family size Frequency Valid Cumulative percentage 2-4 members members More than 7members From the above table 12% o respondents amily size is 2-4 members, 42% o respondents having 5-7 members, 58% 0 respondents more than 7 members in their amily. Manuscript Id: ijars/680 4

5 International Journal o Applied Research and Studies (ijars) ISSN: Volume 2, Issue (Nov ) Table 5 - RANK THE SERVICES FOR TRAVELLING PASSANGERS IN RAINS Particulars 1 (7) 2 (6) 3 (5) 4 (4) 5 (3) 6 (2) 7 (1) Total Mean Rank Tangible 32 (2) 23 (138) 22 (0) 22 (88) (33) 9 (18) () (622) 4.78 II Empathy Assurance Comort Frequency Reliability Speed 14 (98) (9) (168) 12 (84) (77) 18 (126) 18 (108) (66) 37 (222) (102) 12 (72) 13 (78) 23 (5) 28 (140) 26 () 10 (50) (55) 12 (60) (68) 19 (76) (44) (96) 19 (76) (68) 19 (57) 25 (75) 8 () 25 (75) 25 (75) (51) 13 (26) 15 (30) (22) (48) 28 (56) 29 (58) 26 (26) 15 (15) 13 (13) 18 (18) () () (495) (521) (623) (473) (435) (465) 3.80 IV 4.00 III 4.79 I 3.63 V 3.34 VII 3.57 VI As per the above table 5 shows that, majority o the respondents preerred Rank I as comort, next most o the respondents preerred Rank II as tangibles, next most o the respondents preerred Rank III as assurance and ollowed by Empathy, Frequency, Speed, Reliability occupied Rank IV, V, VI, VII respectively. It is concluded that comort service is ore most passengers travelling while travelled in train. FINDINGS 1. Most o the respondents are Female passengers % o the passengers travelled under Age years 3. 49% o the passengers maximum travelled earnings Monthly income Rs 5,000 Rs.10, % o the respondents Family size was more than 7 members 5. In this study there are 7 services that measure help passengers satisaction on Tangible, Empathy, Assurance, Comort, Reliability, Frequency, and Speed at the time o travelling in train. Manuscript Id: ijars/680 5

6 International Journal o Applied Research and Studies (ijars) ISSN: Volume 2, Issue (Nov ) SUGGESTION From this above study gives some suggestion are as ollows: 1. Males passengers are restrict to travel in train. 2. Low income level peoples are mostly travelled in train. 3. Passengers are not reliability at the time o travelling. 4. This above survey big amily size is like to mostly travel because cost o train ticket moderate. CONCLUSION Railway has been important role in the Indian travelling systems. It is suitable all passengers based on this study gender, income level, amily size. Above study Ratio analysis determine the passenger s satisaction at the travelling time. This study concluded the passengers eel comortable in train travelling. Totally this study was evaluating the passengers satisaction towards railway. REFERENCE 1. Rust, R.T., A. J. Zahorik, T. L. Keiningham (1995); Return on quality (ROQ): Making service quality inancially accountable. J. Marketing 58 (2), pp: Gleave, S. D (2000); Rail Passenger Quality o Service Valuation, London. 3. Agarwal, R. (2008); Public Transportation and Customer Satisaction. Global Business Review 9(2), pp: Vishnuvarthan S. and Dr. A. Selvaraj (2012); Railway Passengers Satisaction: A Study In Salem Division o Southern Railway, International Journal o Advanced Research in Management and Social Sciences ISSN: , December. 5. Railway Eiciency An Overview and a Look at Opportunities or Improvement Discussion Paper No Arne BECK / Heiner BENTE / Martin SCHILLING Civity Management Consultants May 2013 Manuscript Id: ijars/680 6